Air France instigates “a more direct relationship with customers” through WhatsApp

by | Jan 26, 2023 | Airlines, Digital Transformation

Air France instigates “a more direct relationship with customers” through WhatsApp


Yesterday, Air France announced it is opening a new channel for communication with customers, WhatsApp.

The service is free and available seven days a week, in twenty-two countries, and in four languages (French, English, Italian, Brazilian/Portuguese).

Already offering customer communication via Facebook Messenger (1.3 billion users), the airline’s expansion to include WhatsApp demonstrates an awareness of the communications application’s prevalence, boasting 2 billion daily users.

Air France hopes this will encourage “a more direct relationship with its customers.”

In a press release, the airline explained customers can access support via WhatsApp with:

  1. Instant answers to common questions via the chatbot Louis and, for more specific answers, contact with an Air France representative.
  2. An option to opt in to notifications for each key moment of the journey. This includes boarding pass issuing, flight information (change in schedule or boarding gate; last call before the plane door closes), and baggage delivery belt location on arrival.

The shift will also promote ancillary sales through personalised promotions allowing customers to upgrade their travel experience with lounge access or seat selection.

Stéphanie Charlaix-Meyer, Air France-KLM Customer Service Director confirmed the new channel has been “an immediate success.”

Nicolas Farin, Head of Client Sales EMEA, Business Messaging at Meta said:

“We are proud to connect Air France with both new and existing customers through one of their most used communication channels. We hope this partnership will continue to improve customer journeys on WhatsApp, offering better, faster and more personalized experiences at their fingertips.”

You can access the Air France WhatsApp channel here.


Article by Jess Brownlow